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Facebook launch new customer chat​

While Messenger is taking a little longer than Facebook would have hoped to become the all-encompassing business and personal companion tool Zuck and Co. have envisioned, there is still plenty of time for the platform to take hold, and plenty of opportunity, given Messenger’s continued growth.

 

Furthering their efforts to expand Messenger’s business potential, Facebook has today released Messenger Platform 2.2, adding in some new tools and features to provide new brand connection and marketing opportunities. Here is more information on customer chat.

 

Customer Chat – First off, Facebook are adding a new customer chat plugin which will enable users to initiate a Facebook Messenger thread with a business on that brand’s own website. The new option will enable businesses to add an integrated Messenger chat option right on their site, which will also enable them to maintain that thread within Messenger from then on.

Facebook says that this has been one of their most highly requested features, and definitely, it adds a new level of utility to Messenger interaction. Up till now, Messenger has been an additional channel, an extra connection option for users, which has enabled brands to connect with them on the platform they are already active on. But this option now extends that capacity, ad adds a new level of response option for businesses, many of whom are already working to monitor their Messenger response times.

 

This could particularly come in handy for mobile queries on relevant sites – as shown in this example, when a user is looking up baggage information on the KLM website, there is a Messenger prompt, enabling them to ask a question direct.

 

And you can do more than just chat – as explained by Facebook:

“In addition to extending the conversion across multiple surfaces, the customer chat plugin supports current platform capabilities, such as payments, NLP, rich media and more. To ensure the Messenger web experiences is as feature rich as the Messenger app, we will continue to add new capabilities as the Platform expands.”

 

No doubt the payments option, in particular, stood out – as we have noted previously, adding in more payment options will likely be a key focus for Facebook moving forward, particularly as it looks to expand on Messenger’s business potential.

 

They recently announced a new peer to peer payment arrangement with PayPal, and they have been rolling out new payment options in various regions. Expect some significant moves from Facebook on this front, which will make Messenger commerce and much more viable option for many users.

 

So, what do you think to the latest update from Facebook Messenger? Let us know!

 

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